OnTrac (a brand of Qbar Technologies Pvt. Ltd.) was established in 2004 by senior managers from the IT/ITES space with the objective of helping companies improve their operational efficiencies. The genesis of the company was based on the insight that the bulk of delivery capabilities of most companies is a function of the lower and mid management performance. Observations and studies indicated that these layers play a key role in further improving operational efficiencies through the proper application of operations management methodologies and principles. OnTrac created a core framework and operations management program to address this critical need of the industry. Its success is based on demonstrable improvement in operational metrics as a result of its engagements with its clients. OnTrac is headquartered in Bangalore, India and has cross border delivery capabilities. OnTrac has successfully served a geographically diverse set of clients in 7 countries including India, China, Malaysia, Philippines, Sri Lanka, Singapore, South Africa, Egypt and Canada.

",
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FINANCE & ADMIN

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The OnTrac Star Certification is an industry standard program that enhances the delivery capabilities of TEAM LEADERS in the areas of operations management and people management. Unlike most training programs, this program is designed to help \u001bparticipants translate classroom learning into practice at their workplace. During this process, managers have the opportunity to observe how effectively team leaders are using their knowledge gained in the program. The program has three phases.

The Star Certification Program is facilitated by trainers who have 8 to 14 years of experience in core operations. They are well versed with the topics of the program and would have gone through 1 to 2 months of training themselves before being accredited to deliver this program. We maintain stringent standards for recruitment of our Star Certification Trainers.

Managers are not in direct touch with production level employees on a day to day basis. Therefore, they need to get work done through their team leaders or supervisors. This requires managers to understand the various techniques, tools and methodologies required to help team leaders achieve their objectives. Over a course of three days, the MDP helps managers understand all of the techniques and methodologies from a people and operations perspective. Further, it helps them apply the learning through a series of case studies that help cement learning.

MDP is facilitated by senior OnTrac trainers who have between 8 to 14 years of experience in core operations. They are well versed with the topics of the program and will connect their own experience as managers in the industry to the contents of the program. We maintain stringent standards for recruitment of our Trainers.

San Martin Inc is a large company undergoing restructuring and wants to outsource work. The company is looking for a reliable partner who can handle its work.

ACE Services Inc is a reputed third party service provider that is serious about winning San Martin's business. All participants in the simulation are employees of ACE. They work in groups and each group needs to (a) create a financially viable operations plan and (b) run a pilot. Groups compete with each other and the winner will be the one that shows the best consistency in not just operational results, but also financial results.

True North is a 2 Day simulation program where participants learn the financial impact of their operational decisions and apply them in a simulated environment. The simulation provides a challenging and engaging environment that fosters deep learning.

Benefits: Organizations can benefit from better cost management and profitability.

CUSTOMIZATION

Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.

",
"authorName": "ABANOUB S.",
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"text": "

TARGET AUDIENCE

Operations Managers, AVPs, VPs of operations. Other people who can benefit are from WFM, Finance, Admin and Training.

REQUIREMENTS

* Computers/Laptops with internet connection for each group.

* Workbook for each participant

* Notepads and pens

* Projector for facilitator

",
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DELIVERY

* Can be delivered on site, or via video conference to remote locations. Also, Train The Trainer (TTT) option is available

* Instructor Led Program Or Remote Delivery possible

* Uses an Excel based simulator. Basic knowledge of excel required.

* Can be run for up to 15 participants. Groups of 3 participants are typically formed. E.g. 15 participants are divided into 5 groups of 3 each

True North is a 2 Day simulation program where participants learn the financial impact of their operational decisions and apply them in a simulated environment. The simulation provides a challenging and engaging environment that fosters deep learning.

Benefits: Organizations can benefit from better cost management and profitability.

CUSTOMIZATION

Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.

",
"authorName": "ABANOUB S.",
"authorBio": "User"
},
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"text": "

TARGET AUDIENCE

Operations Managers, AVPs, VPs of operations. Other people who can benefit are from WFM, Finance, Admin and Training.

REQUIREMENTS

* Computers/Laptops with internet connection for each group.

* Workbook for each participant

* Notepads and pens

* Projector for facilitator

",
"authorName": "SUFFIAN A.",
"authorBio": "User"
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"text": "

DELIVERY

* Can be delivered on site, or via video conference to remote locations. Also, Train The Trainer (TTT) option is available

* Instructor Led Program Or Remote Delivery possible

* Uses an Excel based simulator. Basic knowledge of excel required.

* Can be run for up to 15 participants. Groups of 3 participants are typically formed. E.g. 15 participants are divided into 5 groups of 3 each

TRUE NORTH is facilitated by senior OnTrac trainers who have between 8 to 14 years of experience in core operations. They are well trained on this simulation. They combine their own operational experience with the outcomes of the simulation to deliver a very engaging session for participants.

Sonica Business Services Inc. is a large services company with several business units. The company is looking for a new leader to leaed a process, as its current leader is moving to another role. In order to ensure that the right person gets the job, Sonica has identified a few high potential candidates who need to (a) plan an operation and (b) run the operation so as to meet the planned results. Participants play the role of these high potential candidates. They work in groups, and compete with other groups. The group whose delivery results are closest to its plan will win.

OpSync is a 1 Day simulation program where participants learn about the fundamental principles of operations management. They learn that all of their management techniques must eventually result in a harmonious balance of work with staffing. The simulation provides a challenging and engaging environment that fosters deep learning.

Benefits: Organizations can benefit from better operations management leading to better cost optimization

CUSTOMIZATION

Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.

"
},
{
"authorName": "SUFFIAN A.",
"authorBio": "User",
"text": "

TARGET AUDIENCE

Operations Team Leaders and New Managers. Other people who can benefit are from WFM, Finance, Admin and Training.

OpSync is a 1 Day simulation program where participants learn about the fundamental principles of operations management. They learn that all of their management techniques must eventually result in a harmonious balance of work with staffing. The simulation provides a challenging and engaging environment that fosters deep learning.

Benefits: Organizations can benefit from better operations management leading to better cost optimization

CUSTOMIZATION

Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.

"
},
{
"authorName": "SUFFIAN A.",
"authorBio": "User",
"text": "

TARGET AUDIENCE

Operations Team Leaders and New Managers. Other people who can benefit are from WFM, Finance, Admin and Training.

OPSYNC is facilitated by senior OnTrac trainers who have between 8 to 14 years of experience in core operations. They are well trained on this simulation. They combine their own operational experience with the outcomes of the simulation to deliver a very engaging session for participants.

Dri.Ve is a comprehensive gamification platform that transforms the entire workplace into a football (soccer) tournament. Teams represent countries, or clubs, that compete against each other. Workplace performance metrics are tied to football goals. Teams that perform better, get to score more goals. The game is implemented in a \"tournment style\" with groups, league rounds, quarter finals, semi finals and finals. Exiting teams are kept engaged through an automatic entry into the ally league where they compete to stay on top of the stack rank. The entire experience is filled with fun, recognitions and a drive towards great performance.

These projects typically have clear objectives defined such as reducing employee attrition, improving sales, improving quality etc. The program design needs to be such that it addresses these objectives. Therefore, each component needs to be designed in a way that it harmoniously adds to the targeted objective. Further a strong governance mechanism needs to be established to ensure that each participant's progress is monitored and tracked to ensure they get the full benefit of each instructional component. All scoring needs to be consistent with pre-agreed metrics and periodic governance reports are published as per schedule.

Clients benefit from OnTrac's award winning expertise in this area through assured visibility into every aspecf of such programs. Further, clients benefit from OnTrac's own software tool called \"The Learner's Dock\" that ensures strong governance for such projects. \u001b\u001b\u001b

Large scale programs typically address specific needs for a large number of employees at a particular level in the organization. The program design and governance need to address specific measurable outcomes. Clients benefit from OnTrac's award winning expertise in this area through assured visibility into every aspect of such programs. For example, one of our client's saw a siginficant retention rate of its top performers through one such program.

The Program on Meaningful Conversations has taken the industry by storm. The program is unique as it is filled with role plays, that help team leaders practice and understand how to have result oriented conversations with their team members. Click below for more details.

Experience: Depending upon the audience, we deploy facilitators with the right amount of industry experience. E.g, if the target audience is senior management, then the facilitator should have directly or indirectly managed such an audience, or, should have familiarity with their industry.

Expertise: Industry experience overlaid with training expertise is a potent combination that we look for. All our facilitators have expertise in areas such as classroom training, content development, assessments, instructional design etc. We believe that experience does not necessarily create expertise and therefore, we deliberately look for this quality. \n

Track Record: Apart from experience and expertise, we also look for the facilitator’s track record. We ensure that our facilitators have a meticulous track record of their training programs.

Requirement: The client, a large MNC computer manufacturer, wanted to improve its issue resolution percentage and consequently, its Net Promoter Score. While its engineers were experts, there was scope to improve on certain types of customer problems, in both their B2B and B2C businesses.

Solution: OnTrac created a combination of training and knowledge implementation through its Dri.Ve gamification platform. Over 1500 engineers were trained on resolving specific types of issues through a program that involved demonstrations of techniques, followed by a 2 month game on the floor. The game transformed the entire operations floor into a FIFA Styled football (soccer) tournament. Every team leader and his team represented a country. Their objective was to score as many goals as possible, by demonstrating the skills gained in the training program. We worked with the client's quality team to capture the relevant scores that helped calculate the goals scored.

Result: The game had a transformative effect on the operations floor and the initiative was a grand success. Both issue resolution and NPS went up significantly. Customers also rated the engineers higher on Professionalism. The client was very happy with the results and rolled out the game its centers in other cities and countries. See the charts below for the improvements seen by our client.\u001b\u001b\u001b

Requirement: OnTrac created the “Top Talent” program for a large MNC client, who wanted to (a) Upskill top talent for next set of roles and (b) Retain them within the company. The employees covered in this program were at the Entry Level and the Team Leader/Supervisory level.

Solution: OnTrac created a powerful One Year initiative that had a unique combination of constructs such as projects, social learning, instructor led training sessions, self learning etc. There were several other value additions including management tips and industry snippets that were sent to participants on a regular basis to upgrade their knowledge. OnTrac also managed the program end to end including all the upstream and downstream administration aspects of this large initiative.

Result: The program achieved its objectives year on year. Also, the program won national and international accolades and awards. The program is being conducted for hundreds of participants and has been run continuously for five years.\u001b\u001b

Requirement: BPeSA is the BPO Industry body in South Africa, equivalent to Nasscom in India. This industry body needed an industry-wide assessment to be developed, that would help their member companies assess the capabilities of their team leaders in areas such as Operations Management, People Management, Customer Management, Leadership and General Knowledge. Further, the assessment needed to provide member companies with a comparative insight of their team leaders' capabilities vis a vis others in the industry.

Solution: OnTrac leveraged its knowledge of the industry and created such an assessment along with relevant reports. Further, OnTrac hosted the assessments on a web platform and enabled BPeSA's member companies to get their team leaders assessed on the 5 defined parameters.

Result: Several companies got their team leaders tested. They received individual reports for each team leader. They also received a company level report that showcased the overall performance of their supervisors vis-a-vis others in the industry.

Requirement: The client is a large MNC with contact center operations in multiple countries. As part of their strategy, they wanted to build financial acumen as a key skill among their mid level operations managers. The objective was to encourage these managers to take accountability of not just operational performance, but also for financial performance of their processes.

Solution: OnTrac suggested that the company use OnTrac's True North simulation, which was built for this purpose. The client first ran a pilot for a batch of mid level managers, to test the viability and suitability of the simulation to their environment.

Result: The pilot was successful. Feedback from the pilot was incorporated into the simulation and a second batch of managers underwent the simulation. The second batch was far more successful, and today, the client has made it mandatory for all their managers to attend this simulation program in India. They are now rolling out the simulation to their other centers in Philippines and China. \u001b

Apart from this client, several other companies have also made it mandatory for their managers to attend this simulation, in order to improve their financial acumen.

Requirement: A large IT/ITES company was pitching for BPO business with its client. Part of the sales pitch needed to include a credible plan to recruit and train entry level employees as the skills required were specialised. The client approach OnTrac to assist them in building this plan, to be included in the sales pitch.

Solution: OnTrac burnt the midnight oil, and worked with the client to come up with a credible training and assessment plan that the client included in the sales pitch. Several options were presented and the iterative process helped in narrowing down the solution to one option that was the best fit.

Result: Our client's sales pitch was successful and they won the business. Our client's client was very happy to see the plan and was confident that training would be successful.

CASE 1: A large retail company selling eyeware including reading glasses, speciality spectacles and frames wanted to expand into 69 cities in India, in 10 states. The requirement was to find trainers who would be able to train their staff on soft skills, and provide them with product knowledge.

OnTrac worked with the client to help them identify the right trainers in every location. Further, OnTrac personnel were trained as master trainers, and they inturn trained the local trainers in each location. Lastly, the training delivery was tracked and monitored to ensure quality. Overall, the client was very happy because OnTrac enabled them to open stores on time in all of these locations.

CASE 2: A large technical training institute with a pan India presence wanted to improve sales. The institute had their own centers, as well as franchisee centers. They contacted OnTrac to identify training opportunities for each of their key business functions in their centers that were located in various parts of India. OnTrac conducted the study, and identified four functions where training would make a difference. These were (a) The front office that could help in better conversion of footfalls into signups (b) The delivery team that could help in betting building employable skills (c) The Placement team that could help students get jobs faster and (d) The leadership team needed to work on its leadership skills to lead the national franchisee network

OnTrac conducted various programs for these functions including Sales programs, communication skills, program on how client's business actually works (business mechanics), DiSC programs for leadership etc. The result was that the franchisees felt much more empowered to improve sales and reduce dropouts (leading to loss of revenue). The client was very happy with the improved confidence of the franchisee network.

CASE 3: A large third party BPO company’s client is a leading cosmetics company based in the US. The client had outsourced more than 350 FTEs worth of work to the BPO company and the operation was spread over 3 locations. The BPO Company wanted to improve the operational effectiveness at the supervisory level and reduce attrition, as this was constant area of concern for the company. The BPO Company had already taken various initiatives internally to try and reduce attrition, which had not yielded the desired results. The company engaged OnTrac to help them in their efforts to reduce attrition.

OnTrac first conducted a study and baselined the current situation of supervisory operations. In the second phase, OnTrac delivered training programs, and using its own methodology, coached supervisors on the floor. In the last phase, OnTrac worked with the participants' managers to help them take over and govern the review process with the team leaders. The result was that the performance improved and attrition decreased significantly.

CASE 4: A large IT/ITES company wanted to build a pipeline of potential team leaders, so that they could tap into this pipeline whenever a vacancy arose for this role. OnTrac helped them with assessments to identify such potential candidates from their entry level employee pool. Further, OnTrac created training programs for people in this pipeline to help build supervisory skills. The programs consisted of a series of initiatives including application of skills at the workplace. The initiative has been very successful and the client is repeating it for the third year in a row.

Our clients approach us for varied requirements. These include content development, assessments, coaching, creation of toolkits, leveraging technology for learning initiatives. These requests could be in a variety of domains including operations, sales, leadership, HR, finance etc. OnTrac's endeavour is to always find a solution that is technically and commercially viable for our clients. We use our instructional design capabilities, technological affinity and financial knowledge to create innovative solutions around these requests. Therefore, each project that we undertake, is different from the others.

Given below, is an example of how we analyzed an Industry body's requirement for an assessment, and how we eventually implemented it using scalable internet based technologies.

* Description of Characteristics for E-I, S-N, T-F and J-P for self-estimate

* Real life Examples and Illustrations

* E-I, S-N, T-F and J-P split activities

* Tabulation of Reported Type

* Validation of results, clarifications

* Group Type & Characteristics

* Gap Analysis between Individual's Type & his/her Role Type

* Q & A and recap

"
},
{
"authorName": "DAY 2",
"authorBio": "User",
"text": "

DAY 2- HIGH PERFORMANCE TEAMS

* Introduction and Expectation Setting

* Understanding what’s Team

* Classic examples of High performing teams

* Characteristics of High Performance Teams

* Activity to experience the quality of great teams with combination of teams constructed with different personality types

* Analysis of the activity & take away ’s

* Game to experience various qualities of High Performance teams

* Analysis of the game & take-away’ s

* How to Build great teams- Team building without time wasting by Dr. Marshall Goldsmith

* Q&A

* Recap

\n

"
},
{
"authorName": "DESCRIPTION",
"authorBio": "User",
"text": "

DESCRIPTION

The program helps participants explore, experience and realize characteristics of great teams and how they are constructed by knowing the personality type of team members and the team leader.

The facilitator will be discussing and showcasing how teams work, what challenges they face with teams consisting of members of similar type compared to teams constructed with different personality types.

At every stage participants will think of ways to readily leverage the team's characteristics such as modes of communication and types of team members (initiative takers, researchers, idea generators, data deep divers, problem solvers, process followers, decision makers, action planners etc.).

Participants will experience the differences between teams that consist of of similar personality types and those with divergent personality types through engaging activities.

* Description of Characteristics for E-I, S-N, T-F and J-P for self-estimate

* Real life Examples and Illustrations

* E-I, S-N, T-F and J-P split activities

* Tabulation of Reported Type

* Validation of results, clarifications

* Group Type & Characteristics

* Gap Analysis between Individual's Type & his/her Role Type

* Q & A and recap

"
},
{
"authorName": "DAY 2",
"authorBio": "User",
"text": "

DAY 2- HIGH PERFORMANCE TEAMS

* Introduction and Expectation Setting

* Understanding what’s Team

* Classic examples of High performing teams

* Characteristics of High Performance Teams

* Activity to experience the quality of great teams with combination of teams constructed with different personality types

* Analysis of the activity & take away ’s

* Game to experience various qualities of High Performance teams

* Analysis of the game & take-away’ s

* How to Build great teams- Team building without time wasting by Dr. Marshall Goldsmith

* Q&A

* Recap

\n

"
},
{
"authorName": "DESCRIPTION",
"authorBio": "User",
"text": "

DESCRIPTION

The program helps participants explore, experience and realize characteristics of great teams and how they are constructed by knowing the personality type of team members and the team leader.

The facilitator will be discussing and showcasing how teams work, what challenges they face with teams consisting of members of similar type compared to teams constructed with different personality types.

At every stage participants will think of ways to readily leverage the team's characteristics such as modes of communication and types of team members (initiative takers, researchers, idea generators, data deep divers, problem solvers, process followers, decision makers, action planners etc.).

Participants will experience the differences between teams that consist of of similar personality types and those with divergent personality types through engaging activities.

No company can afford to ignore Robotic Process Automation today. The business case for implementing RPA has been well established in most companies. The challenge therefore is to identify components of processes can be automated using RPA. This is best done by people closest to the process i.e. Process Associates, Team Leaders and Managers.

This program provides participants helps participants understand what exactly RPA is, how it is different from traditional automation, what can be automated, how to identify components that can be automated, and the mindset required to for continuous improvement using automation.

RPA Fundamentals is facilitated by senior OnTrac trainers who have between 8 to 14 years of experience in core operations. They are well versed with the topics of the program and will connect their own experience as managers in the industry to the contents of the program. We maintain stringent standards for recruitment of our Trainers.

Team Leaders need to converse with their team members during several workplace events such as coaching sessions, feedback sessions, retention conversations, conflict resolution, team meetings etc. Further, there are several critical other events in a team members life, that warrant some form of conversation. A team leader who can successfully navigate these events through conversations typically has the best performance as he keeps team members engaged, and adds value to them.

Role Play Objective: The team member is a high performer. However, he tends to be rude, gets into loud arguments with his co-workers and makes thaem uncomfortable. The team leader has decided to have a tough conversation with him.\n

\n

Duration: 15 Mins Total.\n

\n

Instruction: Divide the class into groups of three people each. In each group, one person will play the role of a team leader, while the other will play the role of the team member. Third person will be an observer.\n

\n

Team Leader (Ramya) Brief : One of your team members (Shankar) is a good performer. He has been in your team for 1 year. While Shankar is not the a people centric person, you were fine with it because Shankar could do his job well. However, in the recent past, he has been acting up. He has been rude to his team members gets into arguments over petty issues. You have already spoken to him a couple of times regarding this earlier and Shankar promised to change. But yesterday, Patricia came to you and said she would resign if Shankar this behaviour. It is obvious that Shankar did not change. So you feel its time to have a tough conversation with him now.\n

\n

Team Member (Shankar) Brief: You are a tenured associate and have been with the company for 4 years. The last one year, you have been in Ramya’s team. You feel that most other team members are incompetent. You wonder why you have been put in such a team, when you have been a good performer. Team members tend to approach you for clarification on things that they should have learnt during their training. Its not your fault that they did not. Things have come to a level that almost every day, someone will approach you every hour for some clarification or the other. You have had enough of it. Yesterday, when Patricia came to you, you blew it. You blasted her and set an example so that no on every approaches you again. Ramya did speak to you about your behaviour earlier and you mentioned to her that you would tone down a bit. But Patricia deserved it. Ramya has now called you for a meeting, and you know why.\n

\n

Observer: Observe both, the team leader and the team member, having a conversation. Ensure that you make notes. Observe if the team leader is following the SBI model. Check if the team leader is tough and sensitive. Also check if the team leader is avoiding the issue. Ensure that you note down all significant points where you feel the team leader could have done better to communicate to Shankar that his behaviour is not ok. You are also the time keeper. Ensure that the conversation does not extend for more than 10 minutes. After the role play is done, give your feedback to the team leader about where he could have done better.

OnTrac's facilitators are highly experienced in conducting programs for team leaders and managers. They come not just with training experience, but also with several years of managerial experience in real businesses. They are particularly skilled in conducting programs such as \"Meaningful Conversations\" where several role plays need to be conducted and learnings need to be extracted and cemented in the learner's mind.

Sonica Business Services Inc. is a large services company with several business units. The company is looking for a new leader to leaed a process, as its current leader is moving to another role. In order to ensure that the right person gets the job, Sonica has identified a few high potential candidates who need to (a) plan an operation and (b) run the operation so as to meet the planned results. Participants play the role of these high potential candidates. They work in groups, and compete with other groups. The group whose delivery results are closest to its plan will win.

OpSync is a 1 Day simulation program where participants learn about the fundamental principles of operations management. They learn that all of their management techniques must eventually result in a harmonious balance of work with staffing. The simulation provides a challenging and engaging environment that fosters deep learning.

Benefits: Organizations can benefit from better operations management leading to better cost optimization

CUSTOMIZATION

Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.

"
},
{
"authorName": "SUFFIAN A.",
"authorBio": "User",
"text": "

TARGET AUDIENCE

Operations Team Leaders and New Managers. Other people who can benefit are from WFM, Finance, Admin and Training.

OpSync is a 1 Day simulation program where participants learn about the fundamental principles of operations management. They learn that all of their management techniques must eventually result in a harmonious balance of work with staffing. The simulation provides a challenging and engaging environment that fosters deep learning.

Benefits: Organizations can benefit from better operations management leading to better cost optimization

CUSTOMIZATION

Data can be customized to suit any process/industry. Parameterizable for both voice and data processes. Inventory carryover possible for data processes. Works for FTE based and transaction based contracts.

"
},
{
"authorName": "SUFFIAN A.",
"authorBio": "User",
"text": "

TARGET AUDIENCE

Operations Team Leaders and New Managers. Other people who can benefit are from WFM, Finance, Admin and Training.

OPSYNC is facilitated by senior OnTrac trainers who have between 8 to 14 years of experience in core operations. They are well trained on this simulation. They combine their own operational experience with the outcomes of the simulation to deliver a very engaging session for participants.